NEUVIE CONTEMPORARY FURNITURE

We have purchased over $10,000 dollars worth of furniture from Neuvie (couch, two recliner chairs and ottomans, and a bedroom set). The bedroom set was installed against a wall on wall-to-wall carpet. A year after the bedroom set was installed we decided to remove our wall-to-wall carpet. When we started to disassemble the bed we found there was substantial damage to the part of the bed against the wall. We immediately contacted Neuvie and asked the sales rep that had sold us the bed (Bob) to ask a manager to come to our house to view the damage, (the store is less than two miles from our house) - Bob committed the manager would contact us. We waited for three days - no contact. We then disassembled the bed and removed the carpet. Three weeks later we mailed a certified letter describing the circumstances and the damage. After another month, still no response from Neuvie. I called Neuvie, they acknowledged receiving the certified letter and agreed to send someone to look at the damage - three weeks from that call. No manager came, they sent a delivery person. The delivery person looked at the damage, said he would report back to Neuvie management and that management would get back to us. Three weeks later, still no contact from Neuvie. Again I called. Neuvie management said that since I had disassembled the bed and moved it, they would not repair any damage. I asked to meet with management to discuss the situation. The manager agreed to a meeting. Before the meeting date the manager called back and told me that I needed to get repair estimates for the damage before I met with her - which I did. Repair costs were estimated to be $350.00. I took Neuvie pictures of the damage, copies of the repair estimates, and I described to them the steps leading to the discovery of the damage and reminded them that they were called before the bed was disassembled and that we had waited for three days for them to respond before we had to proceed with dis-assembly. The manager committed to discuss the situation with the owner. After several more weeks, no response from Neuvie. I sent the manager an email. She responded that the owner was not responding to her regarding our damaged bed. She sent me the owner's phone number and told me I should call him myself. My call to him went directly into his phone mail - he has never returned my call. Two weeks later I filed a complaint with the BBB. Neuvie sells good quality products, but for their service and service followup, Neuvie earns an F in our book. Neuvie did not respond to the BBB's investigation.